Need help?

• When you open an account, the bank must officially record your identity. Legally, these details must always be kept up to date.
• That is why your bank sometimes asks you to update your identity details.
• What if you don't do this on time?
  • Your account will be temporarily blocked for transactions at cash machines.
  • You can only unblock your account by scanning your electronic identity card (eID) at the bank or at a CASH point.

• It is just as safe as at an ATM.
• There is camera surveillance 24/7.
• There are mirrors, privacy screens and distance lines to ensure your privacy.
• The helpdesk number is clearly visible at every CASH machine. You will also find information on how to block your card via Card Stop.
• Where necessary, a sticker is placed on the windows to limit the view of the CASH machines from outside.

1. Do not get distracted Keep your attention on the transaction. Focus on the screen and not on your mobile phone, which you do not need.
2. Shield your PIN Use your hand or wallet to cover the keypad, even if there is no one around.

3. Read the instructions on the screen carefully

   This way, you know exactly what steps to follow and you avoid mistakes, such as leaving your card or money behind.

4. Always complete your transaction first

   A transaction only takes a moment: from inserting your card to getting it back. If someone approaches you, politely tell them that you want to finish first.

5. Stay until you see the start screen again

   You will first receive your card, then your money. So do not get distracted. Wait until the transaction is complete.

6. Remember: Never share your PIN with anyone.

   Your PIN is yours alone. Never share it. Not even by telephone, email or link. Bank employees will never ask for your PIN. Neither will CASH security guards or maintenance technicians, nor the Cardstop helpdesk.

7. Save the Card Stop number in your mobile phone

   Save 078 170 170 as a fixed contact. That way, you can call immediately if you encounter any problems.

8. Report fraud or scams

   Have you been the victim of a scam or fraud? Contact your local police immediately.

• There is 24/7 camera surveillance.
• CASH points where you can deposit money are located indoors and have extra security features, including alarms that activate in suspicious situations.
• Mirrors, privacy panels and discretion lines are in place to protect your privacy.
• The helpdesk number is clearly displayed at every CASH machine.
• Where necessary, window stickers reduce visibility from outside to limit the view of the CASH machines.

• The transaction itself is offered by us free of charge.
• Depending on your bank's terms and conditions, however, you might have to pay them a transaction fee.
• If you are using a card from outside the Eurozone, there may be a margin on the exchange rate.

• Our cleaning teams ensure regular maintenance.
• In busy areas and during peak periods, cleaning is carried out more frequently.
• Mats are in place to keep the floor clean.
• You can also help: keep your ticket and do not throw it on the floor.
• The screens of the CASH machines have been adjusted so that tickets are not printed unnecessarily or unintentionally.
• If you do encounter an extremely dirty CASH point, let us know via this link.

• Yes, the CASH machines are easily accessible, even with a wheelchair, walker or other aid.
• The keypad of every CASH machine is accessible from a wheelchair.
• You can check the accessibility of each location under “Find a CASH point” on cash.be.
• Audio and braille support are available for people with visual impairments.

• As cash usage continues to decline, more and more banks are closing their cash machines. CASH ensures that you have easy access to cash where you need it most. That is why you will find CASH points near markets, shops and restaurants.
• We are building a network of 1,000 CASH points in various locations throughout Belgium. Click here for an overview.

• Dutch, French, English and German appear alternately on the start screen of the CASH machine.
• After inserting your card, you will automatically continue in the language of your card. Alternatively, you can choose your own language.

Yes. On the ‘Overview’ screen, click ‘Add message’ and type your message. You can enter either a free or a structured message.

Before you go

1. To make things easy, sort your banknotes by value.
2. Check that they are not torn, stained or too damaged as this can block the CASH machine - as will rubber bands or paper clips. So it's better to put your notes loose in a large envelope.
3. Count your bills so you know how much you're going to deposit.
4. All euro banknotes are accepted. But no coins!
5. A torn or badly damaged banknote? Don't panic: you can exchange it free of charge at the National Bank of Belgium, by post or in Brussels. All information about the exchange service can be found on their website https://www.nbb.be/en/notes-and-coins/exchange-banknotes-and-coins/exchange-euro-money/exchanging-damaged-euro-notes
6. Find a CASH point here where 'Deposit money' is possible.

At the CASH point

1. Check on the screen whether the “Deposit money” function is available (cash-in symbol). If the cash-in symbol is crossed out, then you cannot deposit money at this CASH machine at this time. Look for another one.
2. Insert your card, which must be linked to the account into which you wish to deposit the money.
3. Select “CASH Deposit” and enter your PIN.
4. Carefully follow the instructions on the screen to avoid technical malfunctions.
5. Stay focused and do not get distracted, even by a mobile phone message for example.
6. Insert the banknotes
   • Check your banknotes one last time before depositing them:
     • Are they not creased?
     • not torn?
     • not stained?
     • not bound with elastic bands, staples or paper clips?
       This will help you avoid technical malfunctions and ensure that the machine can count your money correctly.
   • Click on “Insert banknotes” once you have read all the instructions.
   • You can always use the mirror on the cash machine to check whether it is safe to make your deposit.
   • You will be given ample time to insert your banknotes. Please note that you can insert a maximum of 150 banknotes per deposit.
   • The different steps, depending on the type of CASH machine:
     • With a large opening:
       1. The tray opens.
       2. Place your banknotes in it.
       3. Keep an eye on the seconds counting down on the screen.
       4. The tray closes automatically.
     • With a slot:
       1. Place the banknotes in a single stack.
       2. Insert the entire stack into the slot at once, with the long side facing forward.
       3. Press “Confirm”, as the slot does not close automatically.
       4. The screen always shows a clear image of how to insert the notes correctly.
7. Counting and checking
   • The machine counts your notes. This takes a few seconds. In the meantime, you will see a waiting screen.
   • An overview of all the banknotes you have inserted will then appear.
   • Check this overview carefully:
     1. Is the amount correct?
     2. Have all the banknotes been counted?

     3. Some notes may not be recognised. These are sometimes returned. Remove them from the machine when the slot or tray opens. Sometimes the notes are sorted by the machine. They then undergo an additional check before being credited to your account. If they turn out to be counterfeit, they will not be credited.

        PLEASE NOTE: as soon as you proceed to the next step, you confirm this overview and the money is transferred to the safe.

8. Complete transaction
   • Is everything correct? Then you have three options:
     • “Add message” → Add a free or structured message
     • “Deposit more” → Add extra banknotes without starting over.
     • ‘Done’ → Complete the deposit and print a receipt if required.
   • In the exceptional case that no receipt is available, your deposit will still go through.
   • The money you have deposited will be credited to your account immediately after the transaction. You can check this via your bank's mobile app.

• No, you can’t deposit coins at a CASH machine.
  No worries, you can exchange coins free of charge at the National Bank of Belgium, by post or at their Brussels office. All details are on their website: https://www.nbb.be/en/notes-and-coins/exchange-banknotes-and-coins/exchanging-euro-banknotes-and-coins